Introducing automation across customer engagements

Banco Macro creates effortless self‑service options with Nuance

Founded in 1985, Banco Macro quickly established one of the largest branch networks among private banks in Argentina. Today it provides a diverse range of financial services from personal banking and loans to business accounts and payroll plans, operating across four provinces in Argentina: Salta, Jujuy, Misiones, and Tucumán.

Description

Banco Macro wanted to strengthen its presence across its customer service channels, with the goal of creating more effortless omnichannel experiences. The bank wanted to introduce new self-service options for popular channels like its website, social media channels, and WhatsApp. But with each channel supported by a point solution from a different technology vendor, it was proving difficult to create and manage the seamless experiences Banco Macro’s customers expect.

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We wanted to introduce more automation across our customer engagement channels, so our customers get more convenient service, and our agents have time to handle more complex cases. We evaluated multiple partners to help us meet our goals, and Nuance was clearly our best option.

Alejandra Rodríguez
Digital Transformation Manager
Banco Macro

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